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A few weeks ago I was honored to co-present a webinar with Lori Bauer, the Director of Sales Support at Efinancial. Though I had spoken with Lori many times before, I was still in awe listening to her describe the amazing results her organization has been able to achieve with speech analytics.

Efinancial leveraged speech analytics to cut their call dispositioning errors in half – in just six weeks. For those unfamiliar with the term call dispositioning it describes the methods that call centers use to document and record the outcome of every outbound call or the primary reason for all inbound calls. This reduction in call dispositioning errors was the primary driver behind Efinancial’s dramatic increase in revenue of over half a million dollars per year.

In addition, I was also very impressed to hear Lori describe some of the other ways Efinancial is using speech analytics to drive business value, including:

Now, I realize and respect that shrewd business people may be skeptical when they hear numbers and results that Efiancial has achieved, so I highly recommend listening to Lori explain it in her own words by viewing the on-demand webinar. You can also read the complete success story here.

Please post any comments or questions you have and we can continue the conversation!

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Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.